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As a Product Technical Support Analyst at FIS, you will provide functional and technical support for investment accounting applications (IAM platform), helping financial services clients maintain smooth day-to-day operations. This hybrid role (three days in-office, two days virtual) combines technical troubleshooting with financial domain expertise.
Key Responsibilities:
- Provide first-line and escalated support on the IAM platform, resolving client queries with high-quality, timely responses
- Perform issue triage, troubleshooting, log analysis, and recreate client scenarios in test environments to identify root causes
- Manage daily production support including IAM BAU tickets, functional queries, and system issues
- Monitor batch processes (FOMI jobs, Process Manager schedules, pricing/FX uploads), identify failures early, and coordinate fixes with internal teams
- Understand client setups, workflows, multi-account configurations, and custom processes
- Liaise with internal teams (Product Development, CIO, Professional Services, Operations, ESM) to prioritize and resolve issues efficiently
- Collaborate with client teams (AAM, TechOps) for daily operations, testing cycles, UAT activities, and alignment discussions
- Document recurring issues, client information, fixes, and process updates to support product quality and knowledge management
- Engage escalation management for major incidents; follow governance, maintain SLA compliance, and prepare root cause analysis notes
- Build strong domain knowledge in financial accounting concepts: NAV, pricing, FX, amortization, and corporate actions
- Participate in ad-hoc projects, process improvements, and performance optimization initiatives (batch fine-tuning, weekend validations)
- Maintain client satisfaction through proactive communication, expectation management, and periodic follow-ups
The role is ideal for professionals with a background in finance, accounting, or financial technology who enjoy problem-solving and client engagement. You will be part of a team supporting critical investment accounting operations for financial services clients, ensuring system stability, operational efficiency, and high-quality client experience.
Requirements:
- Bachelor's degree in Accounting, Finance, Business, Information Technology, or a related field
- Experience in application support, production support, client services, or a related support function
- Knowledge of financial services, investment accounting, fund accounting, or financial instruments
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent verbal and written communication skills in English, with the ability to engage effectively with clients and stakeholders
Preferred Qualifications:
- Experience supporting investment accounting, portfolio accounting, or financial operations platforms
- Familiarity with fund accounting concepts, including valuation, pricing, foreign exchange, and corporate actions
- Experience with InvestOne or similar investment management and accounting platforms
